Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Personal Information
BusinessAnalyst
Open To Work

Marc Tellez

Business Intelligence Data Analyst
Portland,OR

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Business AnalystOperations Support Manager/Business AnalyticsOperations Lead/ Business AnalyticsService Technician/ Genius AdministratorSales Specialist

Work Type

Full Time

Location Preference

RemoteOn-Site
Location: Portland, OR, US
Open to relocation: Yes

Salary Range

$35/hr - $1000/hr

Important To Me

Healthcare benefits401k matchPaid sick leaveCareer advancementPersonal development programsWork-life balanceCompany CultureWork from home option

Summary

Business analyst specializing in customer service analytics with expertise in KPI reporting and Tableau dashboards. Proven ability to convert complex data into actionable insights that drive operational performance and improve customer experience. Recently completed a Business Analytics and AI certificate, enhancing technical skills in SQL and data modeling.

Overview

15
15
years of professional experience

Work History

Business Analyst

Ring
Portland, United States
10.2022 - 12.2025
  • Delivered customer analytics and KPI reporting for high-volume contact center, focusing on CSAT, NPS, contact drivers, AHT, and agent performance metrics to inform strategic decisions
  • Developed and managed Tableau dashboards enhancing visibility into customer experience and operational performance across call, chat, email, and IVR channels, facilitating data-driven insights
  • Analyzed contact center trends including repeat contact behavior, queue performance, and escalation drivers to support operational decision-making
  • Collaborated with stakeholders to translate business questions into actionable insights, influencing performance reviews and planning cycles
  • Wrote SQL queries to extract, clean, and analyze data for recurring reporting and ad-hoc business requests
  • Enhanced dashboard usability and data accessibility for non-technical stakeholders
  • Reported on QA (CSQA) and agent performance metrics to support coaching and quality improvement initiatives
  • Supported new product launches by tracking post-launch customer issues and support trends across multiple channels
  • Collaborated with senior Business Intelligence Engineers to apply scalable and efficient reporting solutions

Operations Support Manager/Business Analytics

Ring
Portland, United States
09.2016 - 10.2022
  • Used Excel and internal tools to analyze data and provide insights for sales and operations planning
  • Delivered insights and updates to stakeholders at various organizational levels to support informed decision-making
  • Identified operational trends and contributed to data-informed decision-making
  • Synthesized data to support program goals, performance monitoring, and process improvements
  • Supported operations and customer service programs through reporting, analysis, and performance tracking
  • Coordinated multiple projects with shifting priorities and tight deadlines to ensure timely delivery
  • Ensured attention to detail while navigating fast-paced, ambiguous environment to uphold quality standards

Operations Lead/ Business Analytics

Amazon
Portland, Oregon
09.2016 - 10.2020
  • Synthesized data and analytics to develop clear program objectives and goals
  • Managed programs and utilized excel skills to enhance sales and operations planning
  • Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
  • Collaborated in team environment on multiple projects while adapting to changing priorities
  • Ability to meet deadlines, prioritize workloads, maintain a strong attention to detail, and work independently in a fast-paced and rapidly changing environment
  • Ability to communicate effectively across a multitude of platforms with remote team members, as well as stakeholders at multiple levels within the organization
  • Goal driven and target oriented whilst able to step back and look at the bigger picture. Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done

Service Technician/ Genius Administrator

Apple
Portland, Oregon
10.2014 - 09.2016
  • As a certified Apple technician, I provide customers with hardware and software support with their Macs and mobile devices
  • Diagnose issues customers are having with their products and provide several solutions/options within a timely manner
  • Demonstrated strong customer awareness by providing support across all areas of the store
  • Coordinated repairs, managed shipments, and communicated with customers to support team of technicians
  • Conducted daily audits to ensure accuracy of service parts, contributing to operational efficiency
  • Maintain a productive work environment in the repair room so that our technicians can work as efficiently as possible

Sales Specialist

Apple
Portland, Oregon
11.2013 - 10.2014
  • Continuing my journey with Apple at my 4th Apple Store at Pioneer Place in downtown Portland, Oregon
  • Utilized Apple Steps of Service to deliver tailored solutions that enhanced customer experiences
  • Engaged customers through education on products and services, fostering deeper understanding and satisfaction
  • Assisted customers with troubleshooting and resolving mobile device issues
  • Facilitated in-store workshops, empowering customers to maximize device usage and enjoyment
  • Act as a mentor and a resource for my peers providing support regarding store procedures and new initiatives

Revenue Accounting Associate

Radiant Global Logistics
Bellevue, WA
07.2013 - 10.2013
  • Entered high volume of vendor invoices into SAP database, ensuring timely and accurate processing
  • Verified data accuracy by sorting and compiling information before entry
  • Processed and uploaded emailed invoices with accompanying proof of deliveries

Sales Specialist

Apple
Bellevue, WA
06.2013 - 10.2013
  • Utilized Apple Steps of Service to enrich customer experiences by delivering tailored solutions.
  • Engaged customers and educated them on product features and services to enhance satisfaction.
  • Supported operational and visual standards to ensure a cohesive brand presentation.

Inventory Specialist

Apple
San Diego, CA
01.2011 - 06.2013
  • Maintain 99% inventory accuracy by conducting cycle counts and make necessary adjustments
  • Prepared and executed physical inventory of $2.4 million in finished goods, contributing to accurate stock management
  • Utilized SAP and Apple processes to resolve transactional errors and ensure data integrity
  • Processed and shipped returned goods, scrap, and service parts, ensuring timely delivery via FedEx
  • Engage customers and apply the Apple steps-of-service to present solutions that enrich their lives

Inventory and Pricing Department Manager

PETCO Animal Supplies, Inc.
Scripps Ranch, San Diego
06.2011 - 06.2012
  • Maintain 100% pricing accuracy; verifying correct price labels are up, current promotions are being advertised and weekly price audits are performed
  • Utilized sales reports to forecast sales goals and monitored in-stock levels for optimal inventory management
  • Coordinated with local vendors to maintain optimal stock availability.
  • Executed the Blue Dot Program accurately to support proper replenishment
  • Rotated finished goods properly to minimize loss and waste
  • Participate in planning, marketing, and executing store events and in-store services to drive sales
  • Supervised associates to prioritize animal welfare and assist customers in finding necessary pet items

Education

Business Analytics + AI Certificate -

University of Oregon
Eugene, OR
03-2026

BA - Geography, Urban Planning

San José State University
San Jose, CA
01-2009

Certificate - Data Analytics

Springboard
11-2023

Business Certificate - International Logistics and Transportation

Southwestern College
Cupertino, CA
01-2016

Certificate - Environmental Compliance and Pollution Prevention

De Anza College
Cupertino, CA
01-2011

Skills

  • Customer Analysis
  • Customer Experience Analytics
  • Data analytics
  • Business intelligence
  • SQL querying
  • Tableau dashboarding
  • Contact Center Analytics
  • KPI tracking
  • Problem solving
  • Stakeholder management
  • Communication skills
  • SAP

Timeline

Business Analyst

Ring
10.2022 - 12.2025

Operations Support Manager/Business Analytics

Ring
09.2016 - 10.2022

Operations Lead/ Business Analytics

Amazon
09.2016 - 10.2020

Service Technician/ Genius Administrator

Apple
10.2014 - 09.2016

Sales Specialist

Apple
11.2013 - 10.2014

Revenue Accounting Associate

Radiant Global Logistics
07.2013 - 10.2013

Sales Specialist

Apple
06.2013 - 10.2013

Inventory and Pricing Department Manager

PETCO Animal Supplies, Inc.
06.2011 - 06.2012

Inventory Specialist

Apple
01.2011 - 06.2013

Business Analytics + AI Certificate -

University of Oregon

BA - Geography, Urban Planning

San José State University

Certificate - Data Analytics

Springboard

Business Certificate - International Logistics and Transportation

Southwestern College

Certificate - Environmental Compliance and Pollution Prevention

De Anza College

Personal Information

Title: Business Analyst | Customer Experience & Operations Analytics | SQL | Tableau | KPI Reporting

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Marc TellezBusiness Intelligence Data Analyst